Service Desk Agent

2 weeks ago

Bengaluru, India eJAmerica Full time

Position Overview

The Help Desk Support Specialist will provide first-level IT support with a focus on international voice support. The role involves troubleshooting technical issues, handling escalations, and ensuring seamless communication with global customers. The position requires candidates to operate in a 24x7 shift from the Infosys Bangalore office.

Key Responsibilities

Technical Support

  • Handle Tier 1 help desk queries through the internal ticketing system and international voice calls.
  • Troubleshoot basic IT issues, including password resets, file/folder access, Windows administration, and internet connectivity.
  • Escalate complex issues to Tier 2 support or relevant IT specialists.

Customer Interaction

  • Provide exceptional customer service to global users via voice, email, and chat.
  • Communicate technical solutions clearly to users with varying technical knowledge levels.
  • Ensure adherence to service level agreements (SLAs) and maintain high customer satisfaction.

Documentation and Compliance

  • Document all troubleshooting steps and create knowledgebase articles for common issues.
  • Ensure compliance with IT policies, including password management and data protection.
  • Maintain records of tickets and follow documentation standards for IT operations.

Operational Efficiency

  • Minimize downtime impact on users by efficiently resolving issues and maintaining clear communication during unscheduled downtimes.
  • Support continuous improvement by identifying trends in recurring issues and suggesting proactive solutions.

Team Collaboration

  • Interact regularly with IT management for updates on operational activities.
  • Collaborate with team members to assess support needs and improve processes.

Requirements

Experience and Skills

  • 3–4 years of experience in customer service or a help desk environment, with international voice support experience.
  • Strong command of English and excellent verbal and written communication skills.
  • Hands-on experience with IT troubleshooting in areas such as password management, Windows administration, and basic networking.
  • Familiarity with ticketing systems and standard IT operating procedures.

Attributes

  • Ability to work in 24x7 shifts, including weekends and holidays.
  • Strong problem-solving and multitasking skills.
  • Customer-oriented approach with the ability to manage high-pressure situations effectively.

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